Honeymoon: Bottle of sparkling wine and upgrade to Crown Club Room (based on availability).
Family: First child 12 and under Stays, Plays and Eats Free with two paying adults.
Family of Five: Families of five may share the minimum room category with existing bedding (two adults and up to three children 12 and under).
LocationCancun - Beach
General Policies & Fine Print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
A price may display when children stay free, if your vacation includes transfer to your hotel.
Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 11437 reviews
Beautiful and Clean
The place is beautiful! They are very clean and clean everything up all the time. Highlight of the trip was the worker Miguel! He literally took care of us anytime we were outside! I couldn't ask for anyone better! In the buffet section our go to guy was rubisol! He was amazing and made sure we were taken care of and never went without something to drink. The area was great for kids! Definitely kid friendly! Our concern was that we were there for 3 hours and a man died right in front of us and it took the ambulance 1 hour to get there! I believe the man could have been saved if not for the long wait! Although I Don't blame the hotel I blame the ambulance just be careful going to a different country. the food was bland but they did have food available 24/7. Air conditioning could have been better and they placed us right next to construction. Overall the people that work there were awesome but everything else was just ok.
Family trip with six kids
Overall great place to be if you have kids that can enjoy the water parks and slides. Adult pool is a great escape for busy parents too. Restaurants could be better in the way of getting recommendations and understanding of what each dish contains. Room service was great for ordering food in; however cleaning service was very late in the day at times but they cleaned well.
I’m eleven and I arrived yesterday and I was greeted by the most cheerful most kind man ever and he always had a smile on his face and I am enjoying my holiday because of him 🤗 Also he was very joyful
I would not return
I recently stayed with three friends, we booked via Thomas Cook and paid £2000 each. We were very disappointed with the hotel. Pros: - Premium Alcohol Brands (however these are watered down) -Adult only pool, the staff at the adult only bar were fantastic and made the trip - shout out to Juan Carlos! -mini bar in the room, although often not restocked. This consisted of 4 beers, 2 Pepsi and water. - Wayne’s Boots was by far the best restaurant, great food and great staff, although it is the best of a bad bunch and the bull is broken! Cons- -The hotel is dated, very damp and smelly at times -struggled to get reservations in the restaurants, tip: ask at the concierge desk - the food in the buffet was cold, vile and tasted like plastic. The food was bland, I’ve tasted air with more flavour. - during breakfast it was murder to get a table in the buffet, had to wait like 10 minutes and clear our own tables. At one point we were told by rude staff that we should of sat outside. -no air con in the buffet, it was like sitting in an oven. - the air con in room 1547 was awful. - also the air con in the main bar is non existent - the pools were dirty and grimy including the adult only pool. Sometimes the water was cloudy and we would often found cigarettes floating in the water. - drinks glasses or plastic cups often smelt which put us off the drinks. - on our last full day the room wasn’t serviced, we rang for 20 minutes to be told it was probably our fault, someone then came and threw towels at us. - evening entertainment was dire, there was karaoke on one night but only on for 45 minutes and we were told we couldn’t sing. There is a theatre, which has no bar. - the adult only bar staff were friendly however it was like sitting in a strip club, complete with its own cage and pole however we were forced to sit here as the other bars shut at 11. - the lifts are an accident waiting to happen and the stairwell smelt like bins and the resort often smelt the same. -two male toilets flooded during our stay -our floor (5th) was a building site, on the last day we where chased out of our rooms so they could get the builders in. - they had an adult only section in the buffet at one point but it disappeared after a few days. - I’m not sure wether it is the hotel or just a Mexican thing but the tipping system was strange. In my opinion you usually tip when you receive good service however here you have to tip to receive good service. We did tip often and where prepared to tip. But this was our experience. I would not return to this hotel and I would not recommend it, I do not understand how Thomas Cook have given this a 4 star rating.
Nice relaxing resort
Resort is family friendly. Food is great. Staff is friendly and polite especially Isabel. She was like a super star. She was all over the place entertaining guests, at the pool in the morning, taking care of the children at the pirates pool in the afternoon, at the auditorium performing at night and at the glow party dancing with the kids. Thumbs up Isabel, we really enjoyed your hospitality and appreciate the many hats you put on. Looking forward to seeing you next time.